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  • DDI – Numeric digits and "+" only. This should be the name in the DDI directory. This will become associated with the campaign on a longest prefix match basis. eg if DDIs "85" and "851" exist then campaigns declaring the following DDI string will get the following DDI associations:
    "859027634" -> DDI "85"
    "8510978344" - > DDI "851"
    "8906467731" - DDI "default"
  • RejectMessage - is the name of an audio file to be played to a call before it is dropped. The file is located in the specific DDI directory. If not set the rejected call will be dropped with a BUSY cause, without being answered. Call centre managers should be aware of any premium rate or similar charges that will preclude the answering and rejection of a call in such a way. Answering higher charge rate calls to offer a rejection message may be illegal in some regions and costly in others.
  • CompulsoryIntroMessage - is the name of an audio file to be played by the telephony platform on call arrival. The file is located in the specific DDI directory. The file is played entirely and uninterrupted before the call is eligible for queuing or distributing. If set, the call will be answered after 3 seconds to permit network signalling (audio and digital) to propagate. If the file is not present the call will begin to queue immediately.
  • InitialQueueMessage - is the name of an audio file to be played by the telephony platform on when the call is initially queued. The file is located in the specific DDI directory. There will be a delay before the file is played. The file will be played 5 seconds after the call is queued. Unlike the CompulsoryIntroMessage, the message may be interrupted if the call can be transferred to an agent.
  • QueueMessage - is the name of an audio file to be played repeatedly on the queue after the initial file, and until the call is distributed off the queue, or drops. The file is located in the specific DDI directory. between each play there will be a specified gap. This gap may have MessageOnHold or ringing
  • MessageGap – the number of seconds between file play cycles. This parameter is specified in a Params.xml file in the specific DDI directory. The default value is 20
  • MaxQueueTime - This is the maximum wait time in seconds permitted before the queue is frozen. This parameter is specified in a Params.xml file in the specific DDI directory. The maximum number of calls on the queue will be frozen from the time the limit was exceeded until the longest wait time of any call on the queue drops below the limit. Any call that arrives and cannot be queued due to this condition will be rejected; this prevents callers into the system being accepted but having to wait for long periods. This should be used when supervisors regard call rejection as preferable to long queuing. If no rejection condition is wanted, this number can be set very high. Rejected calls may be played a file before being rejected. 
    Here is an example of a Params.xml file. The default value is 0 (not applied)
    <?xml version="1.0" encoding="utf-8"?>
    <Parameters xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"><MessageGap>20</MessageGap><MaxQueueTime>0</MaxQueueTime></Parameters>
    Inbound calls history is available via DiallerConsole and WebConsole. They are marked as "Inbound". Any call that is dropped by the caller before it reaches an agent (eg, while queuing) will be marked as FASTDROP, similarly outbound calls that might be dropped (in the short time) between answer and drop.

Setup of inbound prefix

While inbound DDIs can be predefined with given behaviours, the DDI is related to a campaign in one of two ways.

  • If supported, the DDI can be set via the CATI.
  • Otherwise the "" numeric string can be set in CampaignParams.xml located in /var/lib/invade-genghis6/CampaignParams/

e.g. for a campaign called test setting prefix of 95 as inbound target

Dialler Setup

To activate the handling of inbound calls in the dialler, amend the dialler conf values under <Telephony>:

in /etc/invade-genghis6.conf the following configs need setting:

  • <ForeignCallHandling> set to false
  • <InboundCallHandling> set to true

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Any DDI ranges must be declared and received into the system with an AGI command

/etc/asterisk/extensions_invade_inbound.conf:

exten => _{inbound number prefix}.,1,noop()
exten => _{inbound number prefix}.,n,AGI(agi:async)
exten => _{inbound number prefix}.,n,Wait(60)

e.g. if all DDIs are prefixed with "95" the following needs to be added to the following:

/etc/asterisk/extensions_invade_inbound.conf fileconf 

exten => _95.,1,noop()
exten => _95.,n,AGI(agi:async)
exten => _95.,n,Wait(60)

this allows agi commands from within the AMI.

"agi" must be added to the AMI read/write permissions in manager.conf.in /etc/asterisk/manager_invade.conf this is normally set by default.

notes: that if inbound have contradicting dial plan this could cause issues. 


Unicom Intelligence Setup

To configure campaigns and unrecognised caller handling the following need to be added into the DPM.
In node:

Servers/<server>/Projects/System/<project>/mrInterview

the following properties should be present:

"DefaultInboundGroup" (text) this is the test name of the skills qualifier group to which inbound calls will be directed
"InboundNumber" (numeric text) the inbound number prefix of the DDI related to that project. The presence of DDI in the project activates inbound handling activity
"InboundMode" ("blended"/"inbound" ) Whether the project is to be inbound only or blended

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The following DPM properties can be used by the Unicom CATI. To be usable they must me added:

InboundCallPhoneNumberFields (comma separated list of field names)
InboundCallMatchDigitCount (number of digits to match on)
InboundDeleteUnusedNewRecords (True,False)

In order to induce a look up an unknown caller's CLID the interviewer must code the call "InboundLookup". This code must be added to the projects samplemanagement node:
Servers/SampleManagements/<project> /Queuing/SampleRecordReturnCodes

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FORSTA (Formerly ConfirmIT) Support

Confirmit FORSTA CATI declares its own DDIs into the dialler. When a call comes in the dialler notifies the Confirmit FORSTA CATI and it will determine how the call should be handles. Call acceptance and Interviewer selection can be optionally performed by the CATI. To avoid using the diallers own call acceptance and Interviewer selection mechanisms, the DDI should not be predifined in the dialler's own set-up. Valid Confirmit FORSTA DDI numbers shall be declared by confirmit FORSTA only. See Confrmit FORSTA documentation on setting this up. However, If a "default" DDI is set up, then the handling of a Call will use the default parameters unless overridden by confirmitFORSTA.

Confirmt FORSTA is able to override the CompulsoryIntroMessage.

Confirmt FORSTA also supports an array of call rejection messages. These are specified in the CATI supervisor. Please refer to the Confirmit FORSTA documentation in this respect.

Invades INVADE support for Confirmit FORSTA inbound call handling also supports skill-set grouping. If the CATI requests interviewer allocation by the diallerINVADE Solution, only interviewers with matching skill-set group allocations will be assigned to incoming calls.

Confirmit FORSTA inbound is support in versions 6.4 and above for the dialler INVADE Solution and 6.0.0 of the ConfirmitDiallerProyx.